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4 thoughts on “CRM Router and Exchange 2010”

Do you know perhaps whether the Exchange level impersonation permissions (via EMS) need to be assigned to the CRM_Router account / mailbox (the forwarding mailbox), or to the account / mailbox of the user configured within the CRM E-Mail router’s Incoming configuration to authenticate to the Exchange2010 EWS?

I.e. In our configuration we have DOMAIN\CRMRouter as the router mailbox to which user’s forward rules forward emails to get automatically tracked, but we have DOMAIN\CRMAdmin (Domain Admin rights) for authenticating to Exchange 2010 EWS on the aforementioned Incoming Configuration… We then assigned the Impersonation Role to the DOMAIN\CRMAdmin. It all works, however we are experiencing a problem with our emails getting tracked automatically in the CRM database an hour earlier than it should be. Appears to be a daylight saving issue however we have checked and tried everything we can do outside and inside of Exchange2010 to correct it and could not, for instance:

Following up on my last comment, I did just add an Impersonation role on our CRMRouter mailbox / account as well (over and above where we had it already on our CRMAdmin mailbox / account – being a Domain Admin user), and our seemingly time zone problem is still occurring.

I will raise a support incident with MSCRM. I believe this might have to do with some strange behaviour because of UTC being the default used “time format” on our Exch2010 / W2K8-R2 server and GMT being the default used “time format” on our W2K8 64-bit CRM server (where we have also installed our CRM E-Mail Router).

Exchange is always UTC. It reads the message header in UTC. Older SMTP servers could do local timezone and they would have a three letter code to indicate it, but its now typically UTC for all email.

You dont need to set impersonation rights for anything other than the account the router is running as. This allows the router to access the mail of the all the other users.

GMT and UTC are the same thing. Check your summer time settings as we are currently at BST and not GMT.

Ensure that your users are at BST as well. Check the time on all the servers that it is the same, including SQL Server. And check what happens in the message headers for emails sent from the CRM users to you and from the router service account to you – do they all report correct time in their headers (its possible a user or more than one user has set a local incorrect timezone)

Thank you very much for your response and some very useful ideas / tips.

I had previously checked locale settings and time zone settings on our CRM and our Exchange server (where for instance we do have UTC Dublin, Edinburgh, Lisbon, London selected and automatically adjust clock for Daylight Saving Time checkbox checked), but have not checked our SQL server / SQL instance. I will go check it as well.

Checking the headers of emails is also a brilliant idea. Should have thought of that..